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Duration: 30 hrs

Recommended Prerequisites

No prerequisites are required for this course.

 

Course Overview

We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This course will give you the tools to manage difficult conversations and get the best results possible out of them.

 

Learning Objectives

  • Define frame of reference
  • Establish a positive intent and a desired outcome
  • Use good communication skills during a conversation
  • Draft a script for a difficult conversation
  • Use specific steps to carry out a difficult conversation
  • Access additional resources as required
  • Maintain safety in a conversation

 

Course Outline

 

  1. Course Overview
  2. Choosing to Have the Conversation
  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome
  1. Toolkit for Successful Conversations
  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques
  1. Choosing the Time and Place
  2. Framework for Difficult Conversations
  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template
  1. Staying Safe
  2. Testing the Waters
  3. Personal Action Plan
  4. Recommended Reading List
  5. Post-Course Assessment

Course Curriculum

No curriculum found !
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